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Beantwoord

Very high out-of-bundle costs in a few minutes – can this be reviewed?

  • March 28, 2026
  • 1 reactie
  • 13 Bekeken
M

Hi Simyo team,

I’ve just noticed very high out-of-bundle charges on my account and I’m quite shocked by the amount.

This seems to have happened within a very short period of time. I briefly turned on my hotspot for a few minutes during a Zoom lesson, and as soon as I received a notification that my data was low, I immediately turned it off. Shortly after, my SIM was blocked due to high costs.

Because this happened so quickly and I did not receive a timely warning before the charges increased significantly, I didn’t have a fair opportunity to prevent these costs. I wasn’t aware that charges could increase this rapidly, especially within just a few minutes of use.

As an international student, this amount is very difficult for me to afford, and this is the first time something like this has happened. I have now activated the data cap (Data plafond) to ensure this cannot happen again in the future.

Would it be possible to review these charges and consider a one-time goodwill adjustment or reduction?

I would really appreciate any help with this situation.

Kind Regards,
Moonyean

Beste antwoord door Sedat

Hoi ​@Moonyean,

Thank you for your message. It’s unfortunate to hear that charges were incurred outside your bundle due to additional data usage. I can imagine this was unpleasant and not something you were expecting..

It looks like you have already been assisted by our customer service and that a suitable solution has been provided.

For your information: it is advisable not to use a hotspot via your mobile data bundle, as this can quickly consume a lot of MBs.

To prevent unexpected costs, we always send two warning SMS messages when using your data bundle: one at 80% usage and another when the bundle is depleted. After that, the out-of-bundle rate of €0.15 per MB applies.

It’s great to see that you have already set up the dataplafond! This helps prevent high costs outside your bundle.

Also, check if ‘Smart Network Switch’ or a similar feature is enabled on your phone. Sometimes the device will automatically switch to mobile data if the WiFi connection temporarily drops.

If you have any further questions, just let me know.

Greetings,
Sedat

1 reactie

Sedat
Moderator
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  • SedatModerator
  • Moderator
  • antwoord
  • March 30, 2026

Hoi ​@Moonyean,

Thank you for your message. It’s unfortunate to hear that charges were incurred outside your bundle due to additional data usage. I can imagine this was unpleasant and not something you were expecting..

It looks like you have already been assisted by our customer service and that a suitable solution has been provided.

For your information: it is advisable not to use a hotspot via your mobile data bundle, as this can quickly consume a lot of MBs.

To prevent unexpected costs, we always send two warning SMS messages when using your data bundle: one at 80% usage and another when the bundle is depleted. After that, the out-of-bundle rate of €0.15 per MB applies.

It’s great to see that you have already set up the dataplafond! This helps prevent high costs outside your bundle.

Also, check if ‘Smart Network Switch’ or a similar feature is enabled on your phone. Sometimes the device will automatically switch to mobile data if the WiFi connection temporarily drops.

If you have any further questions, just let me know.

Greetings,
Sedat

Stuur mij alleen een privébericht als ik daar om vraag. Bedankt!
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